Returns & Refunds

Return eligibility

A return request is reviewed according to the product condition, reason for return, purchase record and applicable law. Unless an item is faulty or consumer law provides otherwise, it should generally be unused, unwashed, unaltered, complete and returned with original labels, accessories and packaging. Proof of purchase is required. Do not send an item back before receiving return instructions.

For clothing, jewelry, gifts and accessories, hygiene seals and original tags should remain intact where supplied.

Items that may not be returnable

Subject to applicable law, exclusions may apply to personalised or made-to-order goods, perishable items, gift cards, items identified as final sale, sealed hygiene-sensitive goods after opening, and products damaged through misuse, incorrect care or normal wear. The product page and checkout disclosures should be reviewed before purchase. A discount alone does not remove mandatory rights for faulty or misdescribed goods.

Starting a return

Contact customer service with the order number, item name, reason for return and clear photographs where damage, defect or an incorrect item is involved. We will assess the request and, if accepted, provide the appropriate return instructions. No return address should be inferred from a parcel label or any third-party listing; use only the instructions supplied for the specific request.

Return shipping

Responsibility for return shipping depends on the reason for return and applicable law. For an approved change-of-mind return, the customer may be responsible for suitable packaging and return cost. Where an item is confirmed faulty, damaged on arrival, materially misdescribed or incorrect, we will explain the available remedy and any authorised shipping arrangement. Unauthorised postage costs may not be reimbursed.

Inspection and refunds

Returned items are inspected after receipt. Approved refunds are issued to the original payment method in USD unless another method is required by law or agreed for the transaction. Shipping, duties and currency-conversion costs are handled according to the reason for return and applicable law. Financial institutions may need additional time to display a completed refund. We will notify you if a deduction or refusal is proposed and explain the reason.

Damaged, faulty or incorrect items

Check the order soon after delivery. If an item arrives damaged, appears faulty or is not what was ordered, contact us promptly before use or disposal. Keep the item and packaging while the issue is assessed. Depending on the circumstances and applicable law, a repair, replacement, refund or other remedy may be available.

Exchanges and cancellations

Exchange availability depends on inventory and may be handled as a return followed by a new order. Contact us promptly to request cancellation, but cancellation cannot be guaranteed once processing or dispatch has started. Any statutory cancellation rights remain unaffected.

Contact

Email: service@francescasonline.com

Telephone: +1 922-422-92334